The ‘Why’ and the ‘How’: Leadership and Management in Culture Transformation
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Culture Change
Myths About Workplace Culture
As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives
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How Stephen Cannon Made Their Mark
Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know One of my favorite phrases is “Culture eats strategy for breakfast.” Culture is so important to achieving business outcomes. It doesn’t matter what the business
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WHAT IT TAKES TO LEAD CX TRANSFORMATION
Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization. You also have an opportunity to impact meaningful change as a thought leader who intersects with all the different functions within the business
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Are Boy Scouts Masters of Change Management?
Only 2% of all Boy Scouts throughout history have become Eagle Scouts. (Yes, I am the proud parent of an Eagle Scout.) 87% of business leaders agree that exceptional customer experience is a must for their organization. While there is no true measure of the number of companies that are customer-centric, about two-thirds of companies
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Customer Experience: A Simple Term Made Complex
I am often asked what I do for a living. I usually say that I am a customer experience and employee engagement consultant. This is immediately followed by: What does that mean? I explain that I help companies evaluate the experiences they deliver to their customers and then work with them to help improve those
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